This review does not include a rating.
This review does not include a rating.
26 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100

Feature Set Ratings

    Cloud PBX

    Calltracks

    Feature Set Not Supported
    N/A
    8.7

    Freshdesk Contact Center

    87%
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Call reports

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Call Management

    Calltracks

    Feature Set Not Supported
    N/A
    8.8

    Freshdesk Contact Center

    88%
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.7
    87%
    9 Ratings

    Call recording

    N/A
    0 Ratings
    9.2
    92%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.8
    88%
    7 Ratings

    Call screening

    N/A
    0 Ratings
    8.4
    84%
    8 Ratings

    Message alerts

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    VoIP system collaboration

    Calltracks

    Feature Set Not Supported
    N/A
    9.4

    Freshdesk Contact Center

    94%
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    N/A
    0 Ratings
    9.4
    94%
    7 Ratings

    Attribute Ratings

      Likelihood to Recommend

      Calltracks

      N/A
      0 Ratings
      7.5

      Freshdesk Contact Center

      75%
      10 Ratings

      Usability

      Calltracks

      N/A
      0 Ratings
      8.0

      Freshdesk Contact Center

      80%
      1 Rating

      Support Rating

      Calltracks

      N/A
      0 Ratings
      8.0

      Freshdesk Contact Center

      80%
      6 Ratings

      Likelihood to Recommend

      Calltracks

      No answers on this topic

      Freshdesk Contact Center

      One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
      Anonymous | TrustRadius Reviewer

      Pros

      Calltracks

      No answers on this topic

      Freshdesk Contact Center

      • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
      • The ability to phone a lead or customer directly from Freshdesk is fantastic.
      • Handling of waiting lines.
      James Dilley | TrustRadius Reviewer

      Cons

      Calltracks

      No answers on this topic

      Freshdesk Contact Center

      • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
      • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
      • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
      • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
      Anonymous | TrustRadius Reviewer

      Pricing Details

      Calltracks

      General

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services
      Entry-level set up fee?

      Starting Price

      Calltracks Editions & Modules

      Additional Pricing Details

      Freshdesk Contact Center

      General

      Free Trial
      Yes
      Free/Freemium Version
      Yes
      Premium Consulting/Integration Services
      Entry-level set up fee?
      Optional
      $0

      Starting Price

      $0 per agent/per month

      Freshdesk Contact Center Editions & Modules

      Edition
      Enterprise$691
      FREE$02
      Pro$393
      Growth$154
      1. per agent/per month, billed annually
      2. per agent/per month
      3. per agent/per month, billed annually
      4. per agent/per ,billed annually
      Additional Pricing Details

      Usability

      Calltracks

      No score
      No answers yet
      No answers on this topic

      Freshdesk Contact Center

      Freshdesk Contact Center 8.0
      Based on 1 answer
      It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
      Steven Duran | TrustRadius Reviewer

      Support Rating

      Calltracks

      No score
      No answers yet
      No answers on this topic

      Freshdesk Contact Center

      Freshdesk Contact Center 8.0
      Based on 6 answers
      Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
      Anonymous | TrustRadius Reviewer

      Alternatives Considered

      Calltracks

      No answers on this topic

      Freshdesk Contact Center

      Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
      Anonymous | TrustRadius Reviewer

      Return on Investment

      Calltracks

      No answers on this topic

      Freshdesk Contact Center

      • Call logs helps analyse the interactions which each lead - helps space out if need be.
      • Follow ups are simplified due to viewing of past activity.
      • Easy integration helps in saving costs of phone calls.
      Anonymous | TrustRadius Reviewer

      Add comparison